Service desk agent Japanese Speaker

Abhidi Solution Sdn Bhd; Kuala Lumpur; Remote; MYR 36,000 - 60,000; Full time

Job summary

Abhidi Solution Sdn Bhd is seeking a skilled IT Helpdesk professional to provide Level 1 remote desktop support and coordinate with global IT teams. You will diagnose hardware, software, and network issues, assist end users via phone, email, and chat, and manage user provisioning within a fast-paced, multinational environment.

Required are a IT-related degree, 1–3 years in a global support role, strong Japanese and English skills, and experience with Windows, Active Directory, Exchange, and

Qualifications

• Bachelor's degree in IT/CS or related field required.
• 1–3 years in Service Desk/IT Helpdesk/Technical Support in a global environment.
• Proficiency in Japanese and English for supporting users and coordinating with global teams.
• Japanese business-level proficiency; JLPT N1/N2 or equivalent preferred.
• Hands-on experience with Windows OS (Win 7/10/11).
• Proficiency in Active Directory and Microsoft Exchange.
• Familiarity with ITSM tools such as ServiceNow.
• Strong knowledge of MS Office Suite.
• Strong written and verbal communication in Japanese and English.

Responsibilities

• Provide Level 1 remote desktop support and route issues to internal 2nd and 3rd level IT support teams.
• Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for end users.
• Coordinate and manage relationships with vendors and support teams for issue resolution.
• Administer and manage user account provisioning.
• Perform evaluation, analysis, and setup of PC-based software products such as word processors, spreadsheets, presentation tools, database systems, email, and communication tools.
• Identify, evaluate, and prioritize customer problems and complaints.
• Train users/operators on a limited basis and/or create training procedures.
• Use Incident Management Systems to log, track, and resolve issues and service requests.
• Ensure a positive customer experience by achieving First Call Resolution (FCR), maintaining optimal Average Handling Time (AHT), and minimizing rejected or reopened cases.
• Document issues, resolutions, and maintain the knowledge base.

Skills

Japanese language proficiency

English language proficiency

Windows operating systems

Active Directory

Microsoft Exchange

MS Office

ITSM tools

Troubleshooting

Education

Bachelor's Degree in IT/Computer Science or related field

Tools

ServiceNow

Job description

Provide Level 1 remote desktop support and perform other activities based on SOPs. Route issues to internal 2nd and 3rd level IT support teams. Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for end users. Diagnose and resolve issues through user interaction, including problem identification, log analysis, research, isolation, resolution, and follow-up. Provide effective communication and support to Japanese-speaking end users while coordinating with global IT support teams.

Key responsibilities

• Provide Level 1 remote desktop support and route issues to internal 2nd and 3rd level IT support teams
• Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for end users
• Coordinate and manage relationships with vendors and support teams for issue resolution
• Administer and manage user account provisioning
• Perform evaluation, analysis, and setup of PC-based software products such as word processors, spreadsheets, presentation tools, database systems, email, and communication tools
• Identify, evaluate, and prioritize customer problems and complaints
• Train users/operators on a limited basis and/or create training procedures
• Use Incident Management Systems to log, track, and resolve issues and service requests
• Ensure a positive customer experience by achieving First Call Resolution (FCR), maintaining optimal Average Handling Time (AHT), and minimizing rejected or reopened cases
• Document issues, resolutions, and maintain the knowledge base

About you

• Bachelors Degree in IT, Computer Science, or a related field
• 1-3 years of experience in Service Desk / IT Helpdesk / Technical Support in a global environment
• Proficiency in Japanese and English to support Japanese-speaking users and coordinate with global support teams
• Japanese language proficiency at the required business level, preferably with JLPT N1/N2 certification or equivalent practical proficiency
• Hands-on experience with Windows-based operating systems (Windows 7, 10, 11)
• Proficiency in Active Directory and Microsoft Exchange
• Familiarity with ITSM tools such as ServiceNow
• Strong knowledge of MS Office Suite
• Strong verbal and written communication skills in Japanese and English
• Strong problem-solving, troubleshooting, and triaging skills under pressure

Abhidi is a global IT leader headquartered in Kuala Lumpur, Malaysia. We epitomise the dynamic fusion of Human Expertise + Cutting-Edge Intelligence, where innovation ignites, and boundless opportunities surface. Our innovative solutions seamlessly align IT strategies with business goals, underpinned by an unwavering commitment to progress and growth. At Abhidi, we are dedicated to enhancing our clients' business success by providing exceptional IT expertise and top-tier talent across the vibrant APAC region. We strategically place highly skilled IT professionals and ensure smooth transitions when needed. With a diverse team of experts and forward-thinking minds worldwide, we continuously refine our methods, understanding that adapting to the ever-changing world of human intelligence is key to securing the best talent. Our unwavering focus on core practices, including Talent Analytics and Technology, ensures consistent excellence and innovation, positioning us alongside industry leaders. Abhidi is a well-respected and award-winning organization in the IT industry, known for our excellence and commitment. We are your trusted partner in navigating the evolving IT landscape, bridging the gap between immediate operational needs and long-term strategic excellence. Join us at Abhidi to explore endless possibilities, where we turn conversations into concrete achievements.